Job title: People Services Knowledge Base Manager

About the job

This position is part of Business Operations, within People Services, Program Management (PM) organization and reporting to the People Services Connect to Resolve Manager. The incumbent will ensure that the C2R Golden Rules for Content Management are known and applied in the countries and is responsible for the Knowledge Base (KB) quality for People Services scope. PM is a passionate team managing People Services Global projects and also ensuring an Operational Excellence across People Services Processes, and specifically for Connect to Resolve (C2R).

About Business Operations (BO)

Our ambition: deliver best-in-class enterprise services enabling Sanofi to chase the miracles of science to improve people's lives.

Sanofi has been building the foundations of enterprise services over the past few years. With the creation of the new global business unit Business Operations, we are now elevating our commitment to innovation and excellence.

An expert leadership team, passionate about leading high performance.

We are building for the long term. We will bring people together – many of them in our four hub locations around the world - which will simplify processes, break down barriers and rapidly cross-fertilize the best ideas across Sanofi. Over time, we will incorporate selected new activities into our scope.

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready?

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

What you will be doing:

In alignment with our mission, we seek for a passionate ‘People Services Knowledge Base Manager’. This role involves comprehending our Content Management priorities with strong focus on best User Experience. One of the key drivers is to partner with the different operational teams to provide guidance and expertise across the different Content Management topics. By assisting the teams, you play a pivotal role in ensuring the best User Experience on our articles.

This role provides an opportunity to work in an international environment, collaborating with diverse operational teams, working in a dynamic team, and fully empowered to propose and implement innovative ideas.

Main responsibilities: -

• Have a perfect knowledge of KB Governance to maintain it in liaison with the People Services C2R Manager and Global C2R team.

• Ensure that all the KB contributors are following Global standards for content creation.

• Organize and execute regular Quality audits of local KB - share results and associated action plans and follow up with local Content Owners and Local People Services Lead.

• Perform regular Quality reviews of the Global content and align on action plans.

• Ensure local articles’ adherence to the language strategy by supervising and supporting operational teams.

• Conduct regular Sanity Checks on KB Feedback and make sure that Regions properly handle all those.

• Run report on articles performance and draft action plan depending on findings.

• Act as Subject Matter Expert in KB related activities and provide guidance when required.

• Create and develop KB training material in alignment with Global C2R team.

• Identify specific training needs on the KB and offer training sessions to operational People Services teams.

• Support global and operational teams in their respective KB related duties.

About you

• Bachelor’s degree.

• 3 +years of experience in Knowledge Management (Content & Quality management) including ticketing system.

• Strong analytical skills and ability to identify best practices and drive continuous improvement.

• Effective stakeholder management

• Dynamic with a strong sense of execution

• Process and quality management skills.

• Soft skills: Ability to work in an international, and functional matrix environment, Team player, able to work collaboratively transversally with an end-to-end mindset. Excellent written and oral communication skills

• Technical skills: Knowledge of Microsoft Office, Knowledge of Service NOW would be a plus. User level knowledge of Microsoft PowerBI would be a plus.

• Languages: fluent in English

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.

Pursue Progress. Discover Extraordinary.

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!